Guest Experience Manager – Front Desk Leader

World Equestrian Center; Ocala, Northern (FL, KY); Hybrid; USD 42,000 - 66,000; Full time

Job summary

World Equestrian Center in Ocala, FL is seeking an experienced Front Office & Guest Services Manager to oversee hotel front desk operations, concierge, PBX, and overnight shifts, ensuring guest satisfaction and profitability while enforcing company policies and high professional standards.

Responsibilities include supervising the front desk, coordinating with-housekeeping and engineering, handling guest concerns, managing staffing within budget, producing daily and monthly reports, and

Qualifications

• Previous experience in a hotel management/supervisory role
• Knowledge of computerized hotel management systems
• Excellent communication skills, both verbal and written
• Exceptional leadership skills

Responsibilities

• Supervise the Front desk department to ensure a continual level of outstanding customer service.
• Maintain established company policies and processes related to customer service techniques, proper identification, payments, driving revenue maximization, professionalism, safety/security, etc.
• Review current day’s expected arrivals and VIP and special request reservations.
• Collaborate and communicate effectively with other departments to support mutual success.
• Handle and respond to guest concerns and requests in a timely manner.
• Audit post-stay survey results, investigate as appropriate, and drive high performance in all areas.
• Maintain positive employee relations to include coaching, counseling, employment status changes, on-going training, and development according to Columbus Hospitality’s Policy and Procedure.
• Oversee the scheduling to ensure adequate staffing is in place keeping within budget restraints and established productivity standards.
• Demonstrates and promotes a safe and secure environment for guests, team members, and assets in compliance with workplace policies and procedures and regulatory requirements.
• Serve as part of Revenue Management Team reviewing accommodations availability, yield management, group pick-up, pricing strategies, and assisting in developing opportunities to enhance revenues.
• Ensure room inventory for the next 30 days is reviewed daily and balanced appropriately.
• Oversee department purchasing of all operating supplies. Monitor Cost Per Occupied Room and keep within budget based on variable business levels.
• Maintain key inventory and controls. Perform scheduled and unscheduled inspections.
• Participate in property selling and marketing efforts.
• Prepare requisite reports on a daily, weekly, monthly, and annual basis.
• Work with the Rooms Executive/Director of Lodging to complete all daily and monthly accounting procedures.
• Prepare performance reviews and reports for all the front desk department, and report to Rooms Executive, and reporting to Human Resources as needed.
• Create S.O.P.’s and revise existing ones as needed.
• Responsible for recruiting, interviewing, and selecting new hires to join the front desk team.
• Maintain constant communication with housekeeping, and engineering departments.
• Ensure correct and accurate cash handling at the front desk.
• Restock Loomis machine as needed with cash and coins.
• Performs other duties as directed, including assisting other departments as necessary.
• Act as the Manager on Duty in the hotel when senior managers are not present.
• Be present in the lobby for guests in need and manage the team on the floor.
• Cover desk shifts as needed during periods of low occupancy or staffing shortages.
• Maintain a flexible work schedule including Nights, Weekends, and Holidays. Overnight shifts as needed to ensure proper coverage in the event of an employee call-off when no other coverage is available.

Job description

World Equestrian Center in Ocala, FL is seeking an experienced Front Office & Guest Services Manager to oversee hotel front desk operations, concierge, PBX, and overnight shifts, ensuring guest satisfaction and profitability while enforcing company policies and high professional standards.

Responsibilities include supervising the front desk, coordinating with-housekeeping and engineering, handling guest concerns, managing staffing within budget, producing daily and monthly reports, and